A bilingual technical support agent aims to provide post-sales support and solutions to customers of electronic, mechanical, or electromechanical products using two different languages.
Bilingual technical support in increasing market reach
Language usually hinders most people from communicating with one another. But for businesses that strive to become leaders of the industry, it is not a valid reason to increase market reach. Instead, smart business owners can use this as an advantage to prove their capacity to deliver awesome customer service experiences across different regions.
Sadly though, about 64 percent of businesses don’t see this opportunity yet because they think that language barriers delays their progress towards international expansion, the Economist Intelligence Unit found out. The numbers are still acceptable but somehow disturbing given that 49 percent of businesses, the same report revealed, have experienced financial losses during their international deals due to misunderstandings. However, the language element is something that they should think about because why should they let it prevent them from achieving success? If the big guys — who also started as small businesses — can do it, so can they.
Going big also means taking bigger risks. But as long as they do it right by devoting time and resources necessary to learn the language and culture of one place, they are sure to hit their target.
Good thing; a bilingual technical support call center can help them minimize risks by assuming support roles. Instead of going straight to hiring in-house customer representatives, they can experiment first on bilingual technical support outsourcing to see the initial reaction of the market.
Customers from a certain country also appreciate and are more comfortable using a product or service if it uses their language. It breeds trust and confidence, two of the most important factors needed to succeed, especially when introducing products and services to new markets.
What are the specific roles of a bilingual technical support agent?
Aside from speaking fluently on two languages, a bilingual technical support agent is tasked to do the following:
- Guide customers in the proper use of their gadgets or devices.
- Provide callers with troubleshooting support to address problems or concerns.
- Answer email messages and chat requests and work closely with customers when resolving issues regarding their gadgets or devices.
- Arrange for product repairs each time a need arise.
- Update customer demographic or personal information of customers in the database of the business organization.
- If needed, escalate problems to the supervisor (usually one of the last options).
- Act as the intermediary between customers and businesses.
- Have a full understanding of company policies and procedures which will then be applied during problem solving.
Advantages of outsourcing bilingual technical support
Aside from destroying language barriers and connecting businesses with clients who have different languages, an outsourced bilingual technical support can help the company achieve the following:
- Cheaper service costs
- Improved focus on developing business strategies instead of supporting numerous client requests
- Better communication with customers
- Wider reach
- Ability to cross-sell products during support interactions which can result in higher sales.
Language may be a huge consideration when expanding market reach to countries that use different languages. But for businesses who are determined to thrive in their industry, it is only a small part of the entire picture.
Expanding your business soon? Give us a call and let’s see how we can work together!
